A positive patient experience has a large impact on a patient’s decision to choose and remain loyal to a medical group. High-performing groups recognize the importance of delegating patient experience improvement initiatives to individual practice leaders to ensure that the group delivers a consistent experience across sites.

This toolkit, along with its companion research report, The Medical Group Executive’s Guide to Boosting the Patient Experience, provides resources to help develop a practice-based patient experience strategy and engage local managers and staff to lead improvement initiatives.

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Tailor level of support to individual practices

  12 Patient Access and Experience Solution Bundles
This document from Lehigh Valley describes the 12 solutions that the group maps to patient experience scores and deploys at local practice sites. It can serve as a guide for groups looking to create similar improvement initiatives.

  Quality Functional Deployment Grid
Also from Lehigh Valley, medical group executives can download this modifiable grid to map their own patient experience scores against Lehigh Valley's twelve solutions—or solutions of their own.

  Practice Manager Job Aid
A third resource from Lehigh Valley, this sample job aid details the steps and roles related to streamlining visit types. Medical group executives can model their job aids for other initiatives off of this sample.

Overinvest in staff service training and tools

  Practice Assessment Tool
This tool from Susquehanna Valley Medical Group serves as an example of how to engage practice managers to assess other practices’ performance on patient experience.

Use practice-level data to sustain improvement

  Operational Dashboard
This excerpt from Lehigh Valley's operational dashboard outlines the key internal indicators that the group uses to define performance on access.

  Practice Scorecard
This excerpt from Northwell Health Physician Partners' practice scorecard provides guidance on how to structure scorecards that track practice-level patient experience survey data.

  Quarterly Management Action Plan
Medical group leaders can use this template based on Lehigh Valley's Quarterly Management Action Plan (QMAP) to hold practice managers accountable for progress made in implementing patient experience improvement efforts. The document also includes a sample completed QMAP.